Marenda Griffin
Florissant,MO
Summary
Dynamic professional with a proven track record at American Water Works, adept in CRM software and excelling in conflict management. Demonstrated leadership in streamlining customer service processes and fostering teamwork. Achieved significant improvements in customer satisfaction and operational efficiency, showcasing a blend of technical proficiency and interpersonal skills. Seeking to further my growth and advancement within the company.
Overview
17
17
years of professional experience
Work History
Lead Operation Support Rep
American Water Works
01.2022 - Current
- Performing variety of clerical and administrative duties pertaining to on-site support.
- Providing follow up communication after resolving an issue to ensure satisfaction was achieved.
- Maintaining detailed records of customer interactions in a CRM system.
- Prioritizing tasks based on urgency and importance of the issue being reported by the customer.
- Handling request from call center, field representatives, operations supervisors and other internal team members
- Caring for Illinois Customer State Complaints
Customer Care Associate
American Water Works
05.2013 - 01.2022
- Provided excellent written and verbal customer service while assisting customers with everyday account details, problem solving, collections, account activation, etc
- Educated customers where applicable to alleviate need for future contact.
Assistant Director
Next Generation CDC
08.2012 - 05.2013
- Facilitated in employment recruitment
- Observed and supervised staff performance
- Coordination of staff meetings and overseeing training sessions
- Approve curriculum and assist director with collecting payments
- Developed a program to organize enrollee records and monitor facility compliance with Federal and State Regulations
Early Childhood Educator
Next Generation CDC
06.2008 - 08.2012
- Provided educational foundation for children 4 years of age and younger using age-appropriate communication with a creative hands-on approach while helping to develop social, physical, and cognitive growth
- Fostered positive relationships with children, encouraging trust and emotional security.
Education
High School Diploma -
Hazelwood East High School
Florissant, MO06-2002
Skills
- Escalation handling
- Microsoft office
- Conflict management
- Teamwork and collaboration
- Customer service expertise
- Leadership
- Dispute resolution
- Organization
- CRM software
References
References available upon request.
Timeline
Lead Operation Support Rep
American Water Works
01.2022 - Current
Customer Care Associate
American Water Works
05.2013 - 01.2022
Assistant Director
Next Generation CDC
08.2012 - 05.2013
Early Childhood Educator
Next Generation CDC
06.2008 - 08.2012
High School Diploma -
Hazelwood East High School
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